[** URGENT RE : Update 914]

Thanks , i have solved the email issue. Our smart host authenticates by IP (Allowed Senders) somehow an admin username and password made it into the smtp smarthost username and password fields ?

Mail is flowing now thanks

[** URGENT RE : Update 914]

Hi, 

Unsure if this is related but we now recieve errors when closing , opening, accepting calls, we are also recieving complaints that emails are being stuck in the outbox.

Unsure if the platform update you suggested went ahead 

Thanks 

Paul

[** URGENT RE : Update 914]

Done, 

Now logging calls thanks 

[** URGENT RE : Update 914]

Updated by ellisb On 2017-02-02 10:58:23

Release Date: 2017-01-26 14:25:53 (Build: 914)

We are no longer able to log new calls , logged out and back in still unable to log new calls.

[Help with BPM]

Hi, 

Maybe simple but ive feel like ive tried everything 

Here is my BPM <Capture1.JPG> <Capture2.JPG>

I have tried setting the priority in multiple locations <Capture3.jpg>

When raising a request the priority field displays prompting the user to select <Capture4.jpg>

I also have two stages "Assignment" and "Completion" but the stage shows three elements <Capture5.jpg> i can not work out how i reduce this to two?

 

Any help much appreciated 

Paul

 

 

[Help with BPM]

Hi, 

Maybe simple but ive feel like ive tried everything 

Here is my BPM <Capture1.JPG> <Capture2.JPG>

I have tried setting the priority in multiple locations <Capture3.jpg>

When raising a request the priority field displays prompting the user to select <Capture4.jpg>

I also have two stages "Assignment" and "Completion" but the stage shows three elements <Capture5.jpg> i can not work out how i reduce this to two?

 

Any help much appreciated 

Paul

 

 

[Asset Data Fields]

Hi,

Thanks department would be good , we will keep posting requests , the inability to add custom fields also means we are unable to have a field marked "Mac Address" unless its named something else i have not yet found.

If there is a functionality road map available we may be able to easily see if the functions we need moving forward will be available in the future.

Thanks 

Paul

 

[Asset Data Fields]

I wonder if Hornbill can point to a road map with a time scale for the asset functions, the asset element is starting to look incapable of managing a large environment whilst it is nice to assign assets to users some of the inabilities are starting to make our support staff question why we opted for this solution.

[Asset Data Fields]

Yes i would like to have "Department" but i dont see it in the list of available fields to display.

We are a large FE college so have items in locations not owned by a user but reside in (Example "Science Department"), it would also be nice to filter on all assets owned by a specific department

[Asset Data Fields]

Hi,

Under our asset type we do not see "Department" how do i add this field to the location selection, i have looked through asset types but can not see an option to add field.

Thanks 

Paul

 

[Email Routing Rules]

Darn it, was that simple , yes that has worked 

Thankyou kind sir.

[Email Routing Rules]

Hi, All 

I have read through a few posts and can see Routing Rules may not be a finished article yet however i do have one setup and working (See RoomCheck.jpg) a script running on a server sends the mail each day. 

I replicated this for a website page review system (To automatically log users reviewing the page) (pagereview.jpg) only i used the expression subject='New Page Review' but it doesn't process the mail.

I have looked at https://wiki.hornbill.com/index.php/Email_Routing_Rules and it does show me the regular expression types but does not give me any examples or other settings examples

Can anyone point me in the right direction 

Thanks 

Paul

 

[Customer Update Notifications]

Great thanks 

[Customer Update Notifications]

Hi, 

Forgive me for asking a silly question but i can not find where i enable this.

When a customer or other engineer updates a ticket my system does not notify the owner(Engineer) by email. I have checked all of the settings on https://wiki.hornbill.com/index.php/Notifications which do appear to be working but do not cover update notifications?

Can you point me to some docs 

Thanks 

Paul

 

[Update Timeline]

Awesome :-) 

Thankyou

[SLA Resolve Timer]

Ive worked it out after reading the wiki and managed to get the times right by working in hours and accounting for non service time.

However changing a low to high still does not update the resolveby time.

Thanks 

Paul

 

[SLA Resolve Timer]

Hi,

I have a resolve times of high 1 hour, medium 1 day, low 3 days. When i set to low my resolveby time is seven days not three ? If i escalate the priority to high the resolve date and time does not change it stays at 7 days. 

Is there a document or video that explains how this works 

Thanks 

Paul

[Suggestion]

Not sure where to post suggestions/ideas

Could it be possible to have the hornbill forum inside the hornbill console as another option on the home icon

Could it be possible to have step through for bpm and progressive capture so that you watch a call flow through the design, feels clunky making small changes and having to leave to test each time it would also be handy to see which part is not working as expected and to be ale to see set variables as they move through.

Thanks

Paul

 

[Update Timeline]

Is there a way to show the engineers name on the update timeline, a query from one of our engineers who says 

" Can we make the techs names appear on call updates? rather than having hover on the icon. if you havent got a photo, its not easy to see who's updated the call."

Thanks 

Paul